A Self-Learning Delivery Architecture for Data Center Client Experience
Keywords:
Capacity Optimization, Change Management, Cognitive Automation, Cognitive Service Delivery, Customer Experience, Data Center Operations, DCIM, Disaster Recovery, Incident Management, IT Service Management (ITSM), Orchestration, Problem Management, Service Continuity, Service Fulfilment, Service Governance.Abstract
Rising demand for data-center services is straining operations and increasing performance risk. Organizations such as Dell Technologies are responding by reshaping service delivery and strengthening service-dominant partnerships with their customers through cognitive support. This paper proposes the Cognitive Service Delivery Framework for Data Center Customer Operations and Fulfilment Excellence, a roadmap for excellence across customer-facing activities. The framework defines the structure, integration, governance, and experience of cognitive-enabled service processes, and is grounded in service-dominant logic, IT service management (ITSM), and cognitive automation. It addresses four operational domains: incident and problem management, capacity and resource optimization, change and configuration management, and service continuity and disaster recovery. The paper also makes the case for a dedicated cognitive-delivery platform, covering its data requirements and flows, layered architecture, and integration points with existing ITSM, DCIM, and orchestration tools. It further examines the selection, modelling, and ethical use of customer data. Together, these elements form a practical, actionable playbook for data-center customer operations.
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Copyright (c) 2026 Carlos Fernnadez (Author)
This work is licensed under a Creative Commons Attribution 4.0 International License.
